Returns & Refunds

When we accept a return

We accept a return when the device itself is at fault. That covers a device that arrives damaged, arrives dead or faulty, develops a defect in normal use, or when we shipped the wrong item. Typical examples are a unit that will not power on, dead or flickering LED zones, a failed controller or power supply, and shipping damage to the panel, mask or belt.

Report damage on arrival, a dead unit, or an incorrect item within 7 days of delivery. A defect that shows up later is handled as a warranty claim for as long as the device is inside its warranty period — see our warranty policy.

When we do not accept a return

There is no trial period, and we do not accept change-of-mind returns: buyer’s remorse, a change in circumstances, choosing the wrong device for your goal, or not seeing the results you hoped for are not grounds for a return or refund.

We also cannot accept a return for damage caused by misuse, accidents, unauthorized repairs or modifications, normal wear, consumable parts, or devices bought from a reseller rather than from us.

How to start a claim

Email [email protected] with your order number and a short description of the problem. Photos or a short video help us confirm the fault quickly — for a panel, a shot of the unit powered on tells us most of what we need.

Once we confirm the fault, we send you a prepaid return label and instructions. Pack the device with its accessories, in the original box where you still have it. You do not pay return shipping on a confirmed defect.

Repair, replacement or refund

For a confirmed defect we repair or replace the device. Where a repair or replacement is not possible — the model is out of stock, or the same fault returns — we refund it instead. If a device arrives damaged or dead, or we shipped the wrong item, you can ask for a refund rather than a replacement.

Refunds

Approved refunds go back to the original payment method within 5–7 business days of us receiving and inspecting the device. On a confirmed defect we refund the full amount you paid for it, including any shipping charge you paid.

Before you order

Because we do not take change-of-mind returns, we would much rather help you pick the right device than have you buy the wrong one. Every product page lists wavelengths, irradiance, coverage area and session length, and Find your device matches a device to your goal in about 30 seconds. Still unsure? Talk to our team before you order and we will compare the options with you.

Cancelling an order

Orders usually leave our warehouse within 1–2 business days, so a cancellation is only possible while the order is still with us. Email us with your order number as soon as possible: if the order has not shipped yet, we cancel it and refund it in full.

Your statutory rights

Nothing in this policy limits any rights you may have under applicable consumer-protection law, including rights relating to goods that are faulty or not as described.